Customer Experience News & Trends

What do customers hate most about contact centers?

Do customers have the most problems with people or processes in contact centers?

Hands down, it’s the processes, the U.S. Contact Center Decision-Makers’ Guide just released.

Calls criticizing contact centers increased 40% in the past two years, the research by ContactBabel found. Four out of five of the 770 million complaints were about processes customers experienced. Only 20% of customers complained about the people who helped them.

This research is a good reminder to regularly review the processes customers experience with your contact center. Ask agents for suggestions on how to eliminate one step or combine several. A streamlined process will boost employee and customer satisfaction.

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